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Inbound Technical Support Representative - Call Center

Kelly Services


Location:
Orlando, FL
Date:
04/23/2018
2018-04-232018-05-22
Job Code:
US0000DL_24792171
Categories:
  • Customer Service
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Job Details

Job Title Inbound Technical Support Representative - Call Center

Jobid US0000DL_24792171

Location: Orlando, FL, 32806, USA

Description **Job Description**

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

- Paid training at $12-$14/hr

- After 90 days Advisors are eligible for a one-time $500 Training completion bonus and $250 performance bonus

- Advisor earning potential of $15-$17/hr

- Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training

Duties and Tasks/Essential Functions:

- Interact with customers in response to inquiries, concerns, and requests about products and services

- Gather customer/product information and determine the issue by analyzing the symptoms

- Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more

- Research using available resources, including article database systems

- Complete required training to stay current with system information, changes, and updates

- Participate in frequent 1:1/classroom video coaching sessions with leadership

- Exemplary attendance and punctuality

**Requirements**

Skill and Knowledge Qualifications:

- Proper phone and chat etiquette, including using client verbiage and positive positioning

- Ability to speak and type clearly and accurately, using proper grammar

- Ability to multitask between customer calls and logging of case notes

- Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

- Experience with mobile devices (mp3 players, tablets, smartphones)

- Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller

- Openness to constructive coaching and ability to implement performance objectives

- Willingness to work evenings, weekends, and holidays

- Ability to adjust to constantly-changing technology, processes, and team structures

- Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.

- Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks

Conditions of Hire:

- High School Diploma

- 18 years or older

- Minimum 6 months customer service experience

- Must provide phone and internet services and quiet work environment, as position is virtual

\#KellyConnect

**Why KellyConnect** **®** **?**

Each year, we find work for nearly 25,000 call center employees like you. We offer temporary,temporary-to-hire, and direct hire roles, for both traditional office and home-based assignments. Andthrough Kelly's connections, from small- and mid-sized companies to 95 of the Fortune 100™ —we canopen your job search to a new world of opportunities. You get a more flexible career, your way:choosing the positions you want, when and where you want to go, and always for competitive pay.

Want more information? Visit kellyservices.com/contactcenter

**AboutKelly Services** **®**


As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.



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